North America Enterprise Success Manager

Clearwater · 3+ years experience · Hybrid · Posted Sep 29, 2026

At a glance

As the North America Enterprise Success Manager, you'll serve as a trusted operational partner for strategic enterprise customers, owning the overall health and success of assigned accounts after implementation.
This is a highly collaborative, customer-facing role where you'll drive operational excellence, lead post-implementation project management efforts, oversee ongoing production support, and partner with teams across Sales, Engineering, Implementation, and Account Management to deliver exceptional customer outcomes.

Serve as the primary operational point of contact for assigned customers, managing day-to-day relationships, providing ongoing support, and partnering with the commercial team to address operational needs and ensure seamless service delivery
Own escalation management from identification through resolution, responding and resolving customer inquiries promptly by coordinating across internal departments
Lead customer-facing meetings on operational topics, including escalation reviews, day-to-day operations, and outstanding action items
Manage customer communication and project tracking by maintaining trackers, documenting meeting notes, distributing action items, monitoring progress, providing regular status updates, and driving open issues to timely resolution with both customers and internal stakeholders
Perform non-technical project management, supported by enough technical fluency to communicate effectively with technical teams
Own and coordinate hardware and software rollouts and project plan development, working with all stakeholders to ensure accuracy and timeliness
Attend Customer Governance calls and Quarterly Business Reviews (QBRs) alongside Sales and other stakeholders
Represent the voice of the customer, gathering feedback to drive continuous improvement across the organization, including product

3+ years of experience in Customer Success, Account Management, Operations, Project Management, or a related customer-facing role
Experience managing multiple enterprise customer accounts and serving as a primary point of contact for operational support and issue resolution
Proven ability to lead cross-functional initiatives and coordinate with teams such as Sales, Engineering, Implementation, Product, and Support
Strong project management skills with experience tracking deliverables, managing timelines, and driving action items to completion
Experience managing customer escalations from identification through resolution
Excellent verbal and written communication skills, with the ability to confidently lead customer meetings and present operational updates
Ability to analyze service metrics, provide reporting, and identify opportunities for process and customer experience improvements
Technical fluency sufficient to collaborate effectively with technical teams, though deep technical expertise is not required

Working knowledge of technology-enabled solutions, SaaS, payments, fintech, or related industries preferred
Experience supporting hardware and software deployments, implementations, or rollout coordination is a plus

In-office work culture with immense benefits to career development and business results from colleagues being physically co-located
Currently allows a hybrid work schedule but regularly revisits the attendance policy